Overview
Returns and Refunds
We want you to be happy with your Nymora order. If there is an issue, please contact us as soon as possible so we can help.
Your right to cancel
If you purchase online, you have the right to cancel your order within 14 days of receiving it, in line with UK consumer law. To do so, please contact us within this period and let us know you wish to return the item.
Returning your order
Once you have told us you wish to cancel, please return the item to us within 14 days. The item must be returned to us before a refund can be processed. Returned items should be sent back unused, unopened and in their original condition where possible.
Customers are responsible for the cost of return postage. However, if we have confirmed in advance that the parcel was damaged on arrival and the product is damaged beyond use, we will refund the original postage and the return postage once the item has been received and approved. Return addresses are provided on a case-by-case basis through our ticket system.
Refund eligibility
Refunds may not be available in some situations:
- The item has been opened or used, unless it is faulty, damaged or not as described.
- The item has been returned to us after use, with no fault or defect present.
- The item has not been sent back to us for inspection.
- The product is excluded from return under applicable UK consumer law, such as certain hygiene-sensitive items once opened.
Faulty or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us within a reasonable time with details and photos where possible. We will review the issue and arrange a suitable resolution, which may include a replacement or refund.
Refund processing
Once we have received and inspected your return, we will confirm whether a refund has been approved. Where approved, refunds will be issued to your original payment method within 14 days.